winifred

Demonstrated experience with Client Relations.

Demonstrated experience with Relationship Management.

Demonstrated experience with Client Retention.

Demonstrated experience with First-Contact Resolution.

Demonstrated experience with Stakeholder Engagement.

First point of contact for 100+ daily client interactions across phone, email, and live chat.. Maintains a 98% quality score while resolving 95%+ of complex inquiries independently, reducing escalations to zero in most audit cycles and contributing to a 20% increase in client satisfaction scores within 6 months.. Resolved a high-stakes failed mobile money transfer of GHS 7,000 that had gone unresolved for 48+ hours and left the client highly escalated.. De-escalated the client through active listening and realistic communication, coordinated across multiple internal teams with consistent status updates, and secured a full refund within 24 hours.. Identified and solved a recurring source of confusion on MTN loan-service calls by mastering the process and developing a clear, sub-3-minute client explanation.. A quality assessor selected the call as a calibration benchmark, and trainers adopted the method to coach both new agents and supervisors, reducing average handling time on this call type company-wide.. Developed structured resolution scripts and escalation workflows that reduced average handle time by 15%, ensuring every client concern was addressed consistently and on time.

Managed and maintained positive relationships with 200+ client families, proactively resolving financial inquiries and reducing complaint escalations through consistent, professional communication.. Served as the primary client-facing contact for the finance department, providing accurate information on fee structures, payment schedules, and account status in a timely and professional manner.. Maintained 200+ client records with 100% data accuracy and zero end-of-term discrepancies over 2 years, reflecting strong attention to detail and commitment to service excellence.

Coordinated stakeholder communications for 10+ researchers, serving as the first point of contact for internal and external stakeholders and ensuring timely resolution of all scheduling and operational inquiries.. Supported the smooth delivery of 2 annual workshops with zero delays by maintaining organised records, managing correspondence, and building strong working relationships across all teams.